Customer Engagement Intelligence Service

Aims to help readers uncover the technologies that are creating connected customer experiences, determine the barriers to digital CX advancement, and understand the strategies enabling companies to succeed in their digital CX efforts.

This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.

This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid). 

Omdia predicts the customer engagement market will focus on automation and intelligence to enable precise decision-making. The changes will primarily focus on moving data to the center of customer engagement architecture to enable real-time, AI-powered insights. This trend will prompt consolidation of customer-facing interfaces, as enterprises seek unification of systems and applications that surface the data.